Senior Customer Success Manager

This role is fully remote in the USA, candidates must reside within the EST or CST time zone. Candidates must be eligible to work in the USA by any employer. No visa sponsorship is available for this position. 

Who We Are:

Discuss stands as an all-in-one qualitative research platform, driving next gen human centricity. We believe in the transformative impact of truly listening, understanding, and valuing customers' experiences, recognizing their critical role in fostering empathy. Trusted by the leading Market Insights, CX, and UX professionals worldwide, Discuss goes beyond data points, delivering in-depth insights in real time and transforming consumer relationships.

Our rapid growth and innovative AI-driven roadmap have positioned us as industry leaders, recognized by G2 for our speed and creativity in scaling qualitative research.

At Discuss, we are a team of curious, collaborative, and empathetic professionals dedicated to tackling fun, challenging problems. We offer the freedom to grow, lead, and innovate within an environment that values independence, flexibility, and personal and professional development.

Who We’re Looking For:

We’re looking for an autonomous, commercially-minded Senior Customer Success Manager to drive measurable impact across a portfolio of North America based customers.

This is a consultative, retention and growth focused role working with customers to both define and deliver long-term value realization, create executive partnership, thoughtfully expand usage across use cases and regions, and explore Discuss’ several product lines as solutions when needs are identified. You will take over as the post-sale owner of your accounts, partnering with an Onboarding and Training team as well as Platform Support for troubleshooting needs. 

You will act as the CEO of your book of business, taking full ownership of customer adoption, satisfaction, retention, and growth. To excel in this role, you should be proactive, entrepreneurial, and data-driven - someone who does not wait for direction but identifies opportunity and risk before they surface. You should have the ability to travel and support customers on-site, ~10% of the time. 

You will manage relationships with counterparts in Sales, Product, Support, Services, Marketing and more to ensure your customers’ experience remains at the forefront of everything we do as a company. 

What You’ll Do:

Own Your Book of Business

• Take full accountability for a $3-5m ARR portfolio of AMER-based accounts, owning Net and Gross Revenue Retention targets (NRR and GRR)
• Set the example for development and execution of strategic account plans that drive adoption, expansion, and long-term partnership
• Proactively assess account health, identify risks, and implement mitigation strategies for your own book of business as well as supporting team forecasting motions
• Forecast renewals and growth opportunities with accuracy and discipline

Drive Adoption & Value Realization

• Work with your customer stakeholders to define measurable value and then help them realize it across all relevant Discuss product lines 
• Bring new ideas to the team and our customers that help translate usage data, engagement trends, and feedback into actionable strategic recommendations
• Identify adoption gaps and partner with Onboarding, Training, and Support teams to drive corrective action
• Position new capabilities, product innovations, and AI advancements within the context of customer business outcomes

Lead Executive & Commercial Conversations

• Build and maintain trusted relationships with senior stakeholders and executive sponsors
• Lead Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs) focused on ROI, KPIs, and business impact
• Identify and drive expansion opportunities across departments, use cases, and regions
• Partner closely with Account Executives on commercial strategy and contract negotiations
• Serve as a qualified resource and example for team members looking to develop executive communication skills

Operate with Autonomy & Ownership

• Act as the strategic decision-maker for your accounts, balancing customer outcomes with company objectives
• Make data-driven decisions that directly impact revenue retention and growth
• Contribute insights that inform Customer Success’ global strategy 
• Elevate customer advocacy and long-term loyalty with ability to travel ~10% of the time for key on-site customer meetings and events 

What You’ve Done Before

• 5+ years in Customer Success, Strategic Account Management, or similar SaaS B2B roles
• Excelled on Revenue Retention and expansion targets tied to a defined book of business comprised of global, enterprise-size accounts
• Managed complex, multi-stakeholder enterprise or mid-market accounts across timezones, business units and objectives
• Led executive-level business reviews focused on measurable outcomes
• Demonstrated strong commercial acumen and comfort in growth conversations
• Proven track record of driving high customer satisfaction and revenue performance
• Thrived in an autonomous, high-visibility role

Bonus Qualifications

• Experience in Market Research, Consumer Insights, CX, or UX technology
• High-growth SaaS or startup experience
• Salesforce (or similar CRM) proficiency
• French language proficiency
  
  

NOTE: This role is fully remote in the USA, candidates must reside within the EST or CST time zone. Candidates must be eligible to work in the USA by any employer. No visa sponsorship is available for this position.